Customer Support Specialist, Benefits

SmartLinx Solutions This is a remote role
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Position: Customer Support, Benefits

Summary: This is a “roll-up-your-sleeves and work hard with a team of passionate people” type of position. As a Smartlinx Benefits Support Specialist, you will support customers who utilize our highly-customizable Benefit Administration software. You will use advanced troubleshooting techniques to address customer concerns ranging from basic questions to critical/time-sensitive issues. You will instill confidence in our customers, build their trust in SmartLinx as a valued partner and have a significant impact on our customers’ experience with our product through effective engagement and timely issue resolution.

 

Duties and Responsibilities:

  • Maintain high customer satisfaction with a primary focus on providing the best customer support
  • Interact with customers and vendors via phone, chat, and email to proficiently and consistently troubleshoot and resolve basic issues for the Smartlinx suite of products
  • Accurately capture case notes, document activities and manage cases in a way that is clear, concise and actionable by other internal resources and a customer viewing from the case portal
  • Quickly identify when issues are more complex and gather appropriate information to triage to a senior member of the Support team to resolve
  • Author, edit and publish quality Knowledge base content to improve customer self- service resources
  • Accurately link and categorize cases upon case closure to help inform the root cause of customer contacts


Required Skills/Abilities:

  • Excellent troubleshooting skills, including research on software application errors and issue re-creation.
  • Ability to read and decode various file formats including but not limited to xls, csv, txt.
  • Exceptional verbal and written communication skills. Ability to clearly communicate customer’s needs to technical support staff and communicate case details to customers and/or management.
  •  Working knowledge of Microsoft Excel formulas, pivot tables, vlookup, and file formatting.
  • Familiarity with, or ability to learn, querying MS SQL database tables
  • Extremely motivated individual who is passionate about their work and helping our customers achieve success
  • High-level performer who excels in both a team and individual environment.
  • Ability to perform in a fast-paced environment, meeting all defined performance.


Education and Experience:

  • Associate or Bachelor’s degree or previous technical troubleshooting experience.
  • Previous experience with payroll processing and/or workforce management applications ( Benefits, Time & Attendance, Payroll, Scheduling, HR Management, etc.) is a plus.
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